Manager, IT Service Operations

What Success Looks Like (Objectives):

Candidates must be willing to participate in at least one in-person interview.

This role solves complex operational bottlenecks across Change, Problem, Dev Ops, and IT Service Management functions to drive organizational excellence. The position addresses gaps in automated service delivery, system security, and continuous deployment workflows by implementing modern Dev Ops and ITSM frameworks. Additionally, it resolves alignment and compliance challenges by establishing robust SLA/OLA frameworks and introducing an AI-first strategy to optimize routine IT service delivery.

What Success Looks Like (Objectives):

Lead a multidisciplinary team responsible for Change, Problem, Dev Ops, and ITSM metrics to align daily operations with strategic business goals

Develop and execute an AI-first strategy and roadmap to optimize routine IT service requests and improve overall ITSM operational efficiency

Establish self-auditing capabilities and run Change Advisory Board reviews to ensure compliance and reliable continuous integration/deployment processes

Oversee process performance to guarantee that published Service Level Agreements (SLAs) and Operating Level Agreements (OLAs) are consistently met Deliver strategic and tactical recommendations to executive leadership through comprehensive trend analysis and performance metrics reporting

Core Skills, Competencies, and Key Experiences (What you’ll bring)
Core Skills and Competencies (What you’ll bring):

Strategic leadership expertise to mentor IT professionals, manage cross-functional teams, and hire top-tier technical talent

Advanced AI application skills to automate self-service capabilities and elevate continuous service delivery standards

In-depth mastery of enterprise Change Control and Problem Management process design

Expertise in software configuration management, continuous integration, automated deployment, and system security practices

High-impact communication and stakeholder management abilities to present key metrics and present insights to executive leadership

Minimum Requirements:

Minimum Education:

Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience)

Minimum Experience:

4 years of progressively related experience in IT Service Management, Dev Ops, or Software Configuration Management Required Technical

Skills:

Must have experience with:

Code repository management and continuous integration tools (e.g., Jenkins, SVN, Git, Team Foundation Server, Artifactory, Service Now)
Enterprise Change Control and Problem Management process designIT Service Management metrics tracking and reporting tools

Salary Range Compensation: $96,250.00/Year - $/Year About Our Department Our Technology teams challenge the status quo and reimagine capabilities across industries. Whether through research and development, technology innovation or solution engineering, our team members play a vital role in connecting consumers with the products and platforms of tomorrow.

About Our Company Echo Star  is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products.

Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.Benefits We offer meaningful health perks, including flexible spending accounts, HSA, a 401(k) plan with company match, employee stock purchase plan, career opportunities, and a flexible time away plan. Review a benefits summary here:

Echo Star Benefits The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies. Compensation is…